Our 90-Day Satisfaction Guarantee

Our 90-day satisfaction guarantee covers any issue that originates on our end — production errors, quality defects, and shipping damage. If your document arrives with a discrepancy between what you approved in your digital proof and what was actually printed, if the seal, embossing, or paper quality falls short of the standard we advertise, or if the document was damaged during transit, we will make it right at no additional cost to you. The guarantee applies to all custom-produced documents including replica diplomas, transcripts, degrees, and certificates ordered through Diploma Company.

Contact our U.S.-based customer support team within 90 days of your confirmed ship date by toll-free phone or live chat. Have your order number ready and provide a brief description of the issue along with any supporting photos where applicable — particularly for shipping damage claims. Our team will review your case and respond within one business day with a clear resolution pathway. There is no complicated claims process, no forms to fill out, and no runaround. You reach out, we respond, and we resolve it.

If an error on the order form carried through to your digital proof and you approved that proof without catching it, the reprint would be produced at a reduced cost rather than free — because the error wasn’t introduced on our end. However if the error was ours — meaning the proof or the final document didn’t reflect what you actually submitted — that reprint is completely free and prioritized. We review every claim individually and we’re always transparent about where the responsibility lies. When there’s genuine ambiguity we tend to give the customer the benefit of the doubt.

Digital PDF orders are considered fulfilled upon successful delivery of the completed file to the email address provided at checkout. Because there is no physical production or shipping involved, the standard reprint and shipping damage provisions don’t apply. That said, if your digital file contains a production error on our part — meaning a discrepancy between your approved proof and the delivered PDF — we will correct and resend it promptly. If you haven’t received your digital file within the promised same-day delivery window, contact us immediately and we’ll resolve it the same business day.

Guaranteed reprints are processed with the same priority as original orders. In most cases your corrected document ships within 24 business hours of your claim being approved and the reprint details being confirmed. If you need your replacement expedited, let our team know when you make contact and we’ll do everything we can to accommodate your timeline. Express shipping options are available worldwide for replacement orders just as they are for original orders.

Yes — our 90-day satisfaction guarantee applies to every order we ship regardless of destination, including Canada, Australia, the UK, and all other international locations we serve. The same coverage terms apply: production errors, quality defects, and shipping damage are all eligible for resolution within 90 days of your confirmed ship date. For international shipping damage claims specifically, photographic documentation of both the document and its packaging helps us process your replacement as quickly as possible.

As long as you’re within the 90-day window from your confirmed ship date, contact us and describe what happened. If the damage is attributable to a packaging or shipping issue that wasn’t immediately visible upon arrival — for example, a crease that became apparent after removing the document from its tube — we’ll evaluate the situation and work toward a fair resolution. Damage that occurs after delivery due to handling, framing, or environmental factors falls outside the scope of the guarantee, but we’re always willing to discuss your situation and explore what options are available to you.

In qualifying situations, yes. When a claim is approved under the guarantee, we offer the resolution that best fits the circumstances — which may be a corrected reprint, a store credit, a partial refund, or a full refund to the original payment method. If you have a strong preference for a refund over a reprint, communicate that when you contact our team and we’ll factor it into the resolution discussion. Refunds to the original payment method are typically processed within five to ten business days of approval.

No. There are no processing fees, restocking fees, or administrative charges associated with submitting a guarantee claim. If your claim qualifies for a free reprint, the replacement is produced and shipped at our cost including standard U.S. shipping. If you require expedited shipping on your replacement, that upgrade would be at the standard express shipping rate — but the production of the corrected document itself is always at no charge for qualifying claims.

The satisfaction guarantee is our commitment to resolving issues with custom-produced documents — reprints, corrections, refunds, and credits for qualifying production or shipping issues. Because every custom document is produced specifically for each customer based on their submitted details and approved proof, we don’t accept returns on custom items in the traditional retail sense. The return policy applies specifically to non-custom physical products such as diploma covers and folders, which can be returned in original unused condition for a refund. Think of the guarantee as your protection on the custom work and the return policy as your protection on the physical accessories.

The majority of novelty and replica document providers operate on an all-sales-final basis, meaning once your order ships there is no recourse regardless of the outcome. Diploma Company has operated differently since 2007. Our 90-day window is among the longest in the industry, our resolution options include full refunds rather than store credit only, and our support team is U.S.-based and reachable by phone — not just email tickets with multi-day response times. The guarantee isn’t a formality for us. It’s a reflection of how seriously we take the craftsmanship behind every document we produce.

This is one of the most common concerns we hear and it’s worth addressing directly. If the delivered document matches your approved proof exactly, it falls outside the standard guarantee terms — because the proof approval process exists specifically to give you the opportunity to review and request changes before production begins. However if you contact us and explain what you’re unhappy with, we’ll have a real conversation about it. Depending on the nature of the concern, we may be able to offer a discounted reprint with adjustments or other options. We’d rather find a path to your satisfaction than leave you with a document you’re not happy about.

Yes. When a reprint is issued under the guarantee, the 90-day coverage period resets from the date the replacement order ships. You’re not left with a shortened window on a document that had to be corrected — the full guarantee applies to your replacement exactly as it did to your original order.

There is no arbitrary limit on guarantee claims per customer. Each claim is evaluated individually on its merits. If multiple issues occur across separate orders or if a replacement itself arrives with a problem, we address each situation on its own terms. What we do watch for is patterns of misuse, but for any customer with a genuine issue we’re always going to engage in good faith and work toward a resolution.

The Diploma Company satisfaction guarantee applies exclusively to orders placed directly through DiplomaCompany.com. If you placed your order through a third-party platform or reseller, any guarantee or return policy would be governed by that platform’s terms rather than ours. For the full protection of our 90-day guarantee and direct access to our U.S.-based support team, we always recommend ordering directly through our website.